Gate 777— player complaints: 8 in English

Dear ThePOGG I am writing to request your assistance in resolving a dispute between myself and the casino in question. Despite winning a significant amount of money on their platform over a month ago (30-1-.2023), I have not received any payment and have not been given a reason for the delay. I have provided all necessary documentation to verify my account and yet the payment has not been processed. I am hoping that you can help me to resolve this issue and receive my winnings in a timely manner. Thank you for your assistance in advance. Sincerely,

On Oct.17,2022. I made 6 individual withdrawals which I'd fulfilled all requirements in obtaining as per Gateb777 terms and conditions. In return, they neglected their duty to provide a accurate assessment after several days had passed and in an effort repeatedly and on numerous occasions contacting customer support to receive monies I was legally entitled to allowing the Casino over 72hrs to review the legitimate withdrawals I'd placed on October 17th, 2022. On October 20th I submitted a formal complaint to all available email addresses Gate 777 provided to me since my withdrawals should've been assessed in 24-48hrs if they're is no reasoning to for it to take any longer plus should have received the money I won directly into my accepted method of withdrawals I have and already previously withdrawn and deposited from which is TD Canada Trust. Gate 777 changed the date of my withdrawals I'd made from the Oct.17th,2022 to the 18th to avoid their neglected duty to assess, process and payment of my winnings since it was sure to look out of proper fork given they'd had no explanation why the specific Withdrawals I Made Oct 17th, 2022 hadn't gotten from out of the pending withdrawals stage yet and remained just inaccurately documented and changed with no explanation prior or in doing so, the reasons behind their odd behavior. In an effort to simplify Gate777 duty to ensure that winnings be paid out within 24-48 hrs, I'd reversed 1 of the 6 withdrawals made October 17th, 2022 and won even more money in the amount of $4275.00 CAD.

Hello, I am contacting MGA to inform and to make a complaint about two MGA licensed casinos, SpinRider and Gate777, both operated by White Hat Gaming ltd. The aforementioned casinos have been intentionally asking me for documents in order for them to pay my winnings for several months, yet both of them informed (after doing the regulary KYC check multiple times), that they will confisticate all of my winnings, with no proper reason. This extremely frustrating process began on 10.12.2020 when I played these casinos.  I won 872,05€ from Gate777 and 763,80€ from SpinRider. Upon winning, I immediately decided to withdraw my winnings (after the wagering requirement was completed) and I made sure I followed all of the terms and conditions, which I carefully examined before ever even making a deposit to these casinos. There was nothing out of the ordinary while making the withdrawals, the casinos asked for the regular KYC (Know your customer) procedure to be completed and I did this in a matter of days. However, this was not enough for either of the casinos and they (Gate777) asked me to send my bank statement from 1.11.2020-12.2.2020, which I sent to them straight away. A couple days went by and neither of the casinos sent me anything or informed me to re-complete the KYC check. So I decided to go to their (Gate777) live chat. This time they informed me that I must send my bank statement again to them with the difference, that it must be from 1.10-31.08.2020. This was not a problem for me but it did raise some red flags since why would they need multiple bank statements from a period of 10 months for one withdrawal of less than a thousand euros? On 20.12.2020 Gate777 sent me an email confirming the receiving of these documents and saying that they will check them in a matter of 2 days. However, nothing was sent to me via email, nor via my casino account before I personally went to the casino live chat on 5.1.2021 to ask what was going on. This time Gate777 informed me that I must send in my residence certificate (once already sent) as well as a selfie while holding my passport. Immediately I did this and sent them the documents they asked for. Again they said that they will process this in the matter of 2 days. Again they did not contact me ever. So I decided to return to the live chat on the 17th of january 2021, twelve days after they said they’ll process this in two days. This time they decided to inform me that I need to send in my bank statement (yes, for the third time), but now with the difference that it must be from the period of 10.12.2020- 20.12.2020. It took two days and they contacted me via email to let me know that they will need a bank statement (fourth time) from the period of 1.10.2020-15.01.2021. I kindly informed them that I must wait until February in order to get my bank statement from January from my bank. So I wait until February first to do so. This has been extremely frustrating, Gate777 has been asking me for multiple bank statements and other documents over and over again with many contradictions regarding their earlier demands. On 14.2.2021 they sent me an email confirming a withdrawal of 100€, only the deposited amount of money. I immediately went to their live chat to ask what was going on and they did not even answer with any useful information, just by avoiding the question. On 16.2.2021 they informed me that they are refusing to pay my winnings. Absolute nightmare with this casino, two months of sending my private information and contacting them multiple times, for nothing.  With SpinRider Casino, their actions were very similar throughout the same period of time. They over and over again asked me for different personal information regarding photos of my passport, bank statements, residence certifications, etc. However, it seems like they never had any intention to pay my winnings from their casino, their only intention seemed to be gathering extremely delicate and private information of private individuals for god knows what purposes. Their actions had no morals whatsoever and I feel that this kind of actions does not belong to casinos holding the MGA license, a symbol and a guarantee of trust and safe playing online. Therefore, I am making this complaint of [EDIT] unethical activity of White Hat Gaming ltd. casinos.  Yours sincerely,

Had made a cashout request June 2nd. Have had previous cashouts to same bank account so that can't be an excuse. (had a couple other issues prior but let them go) Afer 2 weeks I let them know I never got the wire and my bank checked and there was NO attempt to wire anything to my account anytime from June 3rd until June 15th I believe is when I went into the bank. Sent Gate777 statements etc. proving I never got it but would not provide me with proof that they sent it. I have a few chat transcripts and a ton of emails with an account manager, customer service and their accounts team. Their site claims they process wires on Tuesdays so tomorrow being Tueday July 7th I felt safe to assume they could guarantee me that this will be wired tomorrow. They did not guarantee but just brushed me off with canned responses like "please be more patient and the right department will contact you when ready" This small cashout has taken time from my life for going to banks, downloading documents, contacting by live chat and email constantly and them never emailing me when promised I feel like I will never get my funds. It is a small amount relatively but my money is my money and this is just so wrong. Thanks in advance for any help. Oh I had no bonuses etc. They do not allow cashouts if you have any rollover and my cashout was in fact accepted on June 2nd after they verified bonuses and rollovers etc.

Greetings to Pogg and the community. Casino gate777.com confiscated funds in the amount of 3300 euros. Making an attempt to resolve the issue peacefully, I have not received a response from the casino for almost four days. Although the response to them is regulated by rules of the casino within the next 48 hours. Therefore forced to turn to you with a complaint on gate777. The base from the casino (copied from the letter can provide a screen): Your account has been found to be in breach of clause 14 of the Promotional Terms associated with the recent match up offer taken: Clause 14 - The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings. I do not agree with the decision of the casino. I will express my opinion on the situation. 1) Yes, I made a deposit of 22 euros and received a bonus, but it was not a Welcome bonus, its another promo offer. Here's what it said: DON’T FORGET TO BENEFIT FROM YOUR RESERVED OFFER 10 FREE SPINS 125% BONUS UP TO €100 77 EXTRA SPINS 2) I am registered in 777 since April 2019 and have previously made deposits. We had a controversial situation about the method of making a deposit to receive a bonus (the Skrill system was excluded for receiving a bonus) on June 23, 2019. At that time, I made a deposit using the Skrill payment system and received a bonus. Having studied the rules, I saw this paragraph of the rules: Deposits made via Skrill or Neteller are not eligible for the bonus and if taken, any winnings will be confiscated. But how did I get it then? This alerted me, and I turned to support for clarification. Trying to find out the rules of the accrued bonus, they answered the following to me (there is a letter with full chat logs): (dolphin777): suddenly i'm lucky and you confiscate my win Jack: we can confiscate your winnings since it is made by skrill yes (dolphin777): So what now? Should I continue the game or make a withdrawal Jack: if you do play keep in mind that we could confiscate your winnings, but ultimately that decision is up to you Jack says play, and then we'll see. A very interesting position of the casino, I lost well, I was able to win by confiscation. I did not violate the terms of the bonus and asked to remove the automatically accrued bonus received by making a deposit with the Skrill payment system. The deposit has been lost. But this is not the purpose of the complaint. 3) 09/02/2019 I received another bonus offer from gate777 and took advantage of it by making a deposit using my Visa card. To fulfill the conditions of the bonus without violating the rules and play for your pleasure. After reading the rules for using the bonus again, so as not to violate them. To fulfill the conditions for the wager bonus, I needed to make bets in the amount of (22e 125% bonus) * 35 = 1,732.5 euros. Naturally, I was not hoping to meet the conditions for such a high wager. I wanted to take a break from work and have fun. For me it was a regular gaming session in an online casino. I played my favorite slots, the balance got a little bigger and bigger, there was a lot of multiplication in the Mystery reels megaways slot (I didn’t take a screenshot), then in Bust the bank x 450 (0.9 e per spin) and jammin jars x 1300 (2 e per spin) (I attach screenshots). The balance became 3 600 euros, and I was able to fulfill the condition on the sum of the necessary bets for wagering the bonus. During the game, I did think 1,500 spins in different slots (since it turned out that the bets in my favorite slots only carry out the wager amount by 50%!). I made all spins ranging from 0.5e to 2.0e per spin. Having fulfilled the conditions for the received bonus, following the observance of the rules of the received bonus, my balance was 3400е. Damn, I'm very lucky. I was glad and had no doubt in observing all the conditions of the bonus received. I had no doubt in the reliability of gate777 as there is a MGA license and is posted on the Pogg website with a rating of 8.7 / 10. I made a withdrawal request in the amount of 3400e. I went through the full account verification process and expected the withdrawal processing. However, casino gate777 counted differently and confiscated the winnings, notifying me of this decision by email. 4) I was shocked. How so? What happened I did not spin the value above 2e. In the chat of the support service they answered me: James: While playing Book of Oz, your bets were 5.85 James: Not just once but seven times After that, I realized what they are pointing to and I do not agree with this. 5) One of my favorite slots that I play all the time is Book of Oz. This slot is designed with the respin function! (and this is important, in the rules of the site I did not see that respin at the set rate in the slot is considered a bet with the cost of respin), the ability to re-spin the drum to get a combination. Playing in the Book of Oz slot at a rate of 1.0 euros per spin, I'm 7! I used the respin function at a cost of x5.8 of the cost of the spin installed in the slot to get the third scatter that activated the bonus round, since two scaters already fell out for a spin of 1 euro. The respin function was introduced for those who do not want to expect the desired result to fall out, and using the respin function, get this combination. In my case, this is the launch of a bonus game, as a rule. While making a respin, I was sure that I did not break the bonus rules, since the cost of the spin in the slot was set to 1.0 euro. I did not try to get an advantage for fulfilling the wager conditions, I did not try to get a high payout at the maximum rate with one spin, I just played in the slot. Casino considers this respin as rate of higher than permitted in 5e. An explanation of my position, for example: Multiplication, which gives five TOP symbols in one line (Wizard) in this slot is x500 of the size of the bet. Having collected the line of symbols at my bet in 1 euro, I could get a win in the 500euro, which is provided by the manufacturer of games Microgaming. Based on the position of casino gate777, my bet was 5.85 e, which, with the TOP line, the symbol (Wizard) gives a gain of 5.85 x 500 = 2 950 e. Such a win cannot be with five TOP symbols in one line (Wizard) at the established bet 1e at the time of my game in this slot. I believe that the decision on confiscation of the casino, it's excessive, aggressive and incomparable solution. I’m deprived of the winnings received in other slots, winnings received at bets 0.9e and 2e. When will I still have a chance to see such a multiplication in jammin-jars? How much money is now needed to lose in this slot, so that there is a chance once again to get such a multiplication, the winnings that are confiscated from me. If a casino values its reputation so much, why it won’t solve the problem with the world due to an excess of the bet (but this is not a spin!) By 0.85 euro as many as seven !!! times, 7 * 0.85 = 5.95e. And because of this excess amount, they lose my prize in the amount of 3300e? Is this fair? That's how I spent my time with gate777.com casino. I ask you to help in solving the situation. Of course, I doubt it, since who wants to pay a person with a deposit in the 22euro - a payment of 3400euro, if there is the slightest opportunity to confiscate the winnings. So much now there are cruel rules for ordinary people like me who just want to have a good evening playing their favorite slots. I am not a casino abuser, not a violator of the rules, I simple gambler. Thank you for your attention. P.S. My English is not very good, but I tried to convey my position. If there are unclear points, I will explain. All the screenshots that I have are ready to provide and pass any verification.

Please help!! Winnings were confiscated due to breaching terms and conditions due to betting over $5 while the welcome bonus was in play. The thing is there was no bonus in play as I also have screen shots from the chat line support stating this. The deposit was made 04-07-2019 at 01:59 of $20nz... after amount of time I stepped the bet up to $10 when money was at $646.57 at 02:50..and time was 03.28 was when I withdrawed $9000.. received email from them wanting documents so I sent away documents as requested. The next day I received email stating my winnings were confiscated due to breaching the terms and conditions from betting over $5 while welcome bonus was in play. ..there was no bonus at all as I have my betting history and the chat team supporting this and if I did it was a 50% deposit match which would give u $10 bonus ( $10× 35 wagering requirements =350) which if I did money was well and truly wagered if that was the case ;-( submitted complaint with no reply from the revelant team as it's now been over 10 days.i have been chatting to customer support numerous times every day to try and find answers. Finally [EDIT] stated a bonus offer was given and I did a $20 deposit at 15:22:38 and apparently I excepted the offer. This is some major mistake as it states nothing of the sort on my account history betting statement on gate777. But looking back on the statements I've realised that so called deposit I made was from the day before on the 03-07-2019 at the exact time as I have all evidence proving this. They have never responded back to me and refuse giving me proof of this transaction :-( Please help, it's a major muck up and this is clearly seen looking at the statements. I can't believe they didn't even seen this for themselves and being so quick to confiscate my winnings . I have now been blocked from the site as I'm disputing this deposit. The deposit was made but on the day before . . Pleeeeeeeease help, I have all the evidence supporting this but I'm being ignored and they doing nothing on there behalf :( I would really appreciate if this case gets resolved and for me to receive my money please Look forward to your reply

They confiscated my winnings ,sure ripped me off.

I win 140k here last week , when I ask is there some way I can cash out the whole thing they said no ,I can only withdraw 5k per week till all paid out , on this situation I feel like they just want me to put everything back，few days later I lose all left in my account, but at this few days playing I earn 550000 loyalty which can be converted into 2500 dollars , now they close my account bec they said I have gambling problem, could you help me get my money back? I spend lots of time and money for these loyalty point, please help